Job Description

Contact Center Representative

Sierra At TJX Companies, every day brings new opportunities for growth, exploration, and achievement. You'll be part of our vibrant team that embraces diversity, fosters collaboration, and prioritizes your development. Whether you're working in our four global Home Offices, Distribution Centers or Retail Stores—TJ Maxx, Marshalls, Homegoods, Homesense, Sierra, Winners, and TK Maxx, you'll find abundant opportunities to learn, thrive, and make an impact. Come join our TJX family—a Fortune 100 company and the world's leading off-price retailer.

TJX is looking for Contact Center Representatives who can work from home. Candidates must have reliable internet access at their home and live in one of the following states: Alabama, Arkansas, Florida, Georgia, Kansas, Kentucky, Louisiana, Montana, Nebraska, Nevada, North Dakota, Oklahoma, Texas, Virginia, Wyoming. Full-Time positions available!! This position has a pay range of $15.00 to $16.00 per hour. Starting pay is determined by a number of factors, including relevant skills, qualifications, and experience.

Job Summary: The primary function of this role is to support Customers by responding to inquiries via multiple channels while supporting multiple brands. This position is to provide quick and reliable answers to challenging customer inquiries. This involves taking the appropriate action to resolve the concern and/or complaint including follow-up, resolution steps, documentation, and communication to key partners while following the appropriate policy and procedures to ensure contact quality. This is a multi-brand and channel function and will require a working knowledge of the Order Management Systems, ServiceNow, SharePoint, and other technology tools.

Major Areas of Responsibility:

• Effectively staffing the Contact Center Line
• Provide a quick and reliable experience resolving challenging customer situations
• Monitor personal schedule adherence to ensure adequate coverage and service levels
• Partner with the scheduling and real time adherence group when necessary
• Monitor personal discretionary activities (ex. scheduled training or meetings)
• Use existing WFM tools to access schedules, shifts, and time-off requests
• Managing customer facing contacts
• Meet and exceed department key performance indicators
• Manage personal knowledge of key technology using communication tools provided; such as SharePoint, ServiceNow, Order Management Systems, Website, etc.
• Follow policy and procedures as outlined in Knowledge sharing spaces
• Improve personal Agent performance
• Identify gaps in personal knowledge and seek support and encouragement
• Partner with Supervisor for mentoring that leads to better performance and a better customer experience
• Other duties as assigned

Job Knowledge:

• Minimum Education: High School Diploma or equivalent job experience
• Some level of College coursework preferred
• Minimum Job Skills: Competent knowledge of multi-brand Order Management Systems and Communication Tools
• Excellent verbal and written communication
• Ability to interact effectively to peers and partners
• Proven skills in issue resolution
• Organization skills
• Working knowledge of Microsoft skills, i.e. Excel, Word and PowerPoint
• Knowledge of core business functions, process, and procedures
• Minimum Experience: 1-3 years of customer service or call center experience

In addition to our open door policy and supportive work environment, we also strive to provide a competitive salary and benefits package. TJX considers all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status, or based on any individual's status in any group or class protected by applicable federal, state, or local law. TJX also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

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